You are here: Chapter 8: Using Numara FootPrints > Knowledge Base > Knowledge-Paks > Using Knowledge-Paks

Using Knowledge-Paks

Once enabled, Knowledge-Paks are accessed from the same pages as the FootPrints Knowledge Base:

  1. On the Create Issue or Edit Issue page, select Search Knowledge Base above the Description field.  A pop-up window is displayed containing the Knowledge Base search options.
  2. To browse the Knowledge-Paks, select Browse Knowledge-Paks.
  3. A list of titles is displayed in a new window. They are categorized by library (Self-Service for end user solutions and Support Analyst for more technical information), type of application, and manufacturer.

Browse a list of Titles

  1. Select a title to view the solutions for that title.
  2. When you find a title that matches the user's Issue, select Solved to import the solution into the Issue.  A summary of the solution and a link to the full details are imported into the Description field.

Solve a user's Issue with a complete solution by clicking the "Solved" button

  1. To search by keyword, enter a word or phrase in the box, select Knowledge-Paks Online from the drop-down, and click GO.   A list of matching Solutions is displayed in a separate window.
  2. To search by keyword from the Create Issue or Edit Issue pages, your administrator must set up a Project field that is used for the Knowledge-Paks search page.  Check with your administrator to see if this has been done.
  3. To use the search functions from within Knowledge-Paks, select Search in the top of the Knowledge-Paks window.  Knowledge-Paks are also available by selecting Knowledge Base | Search from the FootPrints Toolbar.
  4. If this feature is enabled for customers, Self-Service Knowledge-Paks are also available from the Customer Self-service interface.